This Refund Policy explains the conditions under which UrbanPulse LLC ("UrbanPulse") may issue refunds for services purchased from us. Because we deliver custom digital services and software, refund terms differ from consumer goods.
1. Custom Services & Development Work
Custom software development, design, consulting, and similar services are billed by milestone or retainer. Once work on a milestone has begun, fees for that milestone are generally non-refundable because resources, time, and intellectual effort have already been allocated.
- Unstarted milestones: If you cancel an engagement before work on a milestone has commenced, you may request a refund of fees paid for that specific milestone.
- In-progress milestones: Refunds are pro-rated based on the work completed and accepted at the time of cancellation, less any third-party costs already incurred on your behalf.
- Completed milestones: Deliverables that have been delivered and accepted are non-refundable.
2. Retainers and Subscription Services
Monthly retainer and subscription services renew at the start of each billing period. You may cancel future renewals at any time with at least 7 days' notice before the next billing date. Fees already paid for the current period are non-refundable unless required by applicable law.
3. SaaS Products
For any UrbanPulse-owned SaaS products, subscription fees are non-refundable except as required by applicable consumer protection laws. We may, at our discretion, issue pro-rated refunds in cases of extended service outage caused by our infrastructure.
4. Refund Requests
To request a refund, email sales@urbanpls.com with: (a) the invoice number; (b) the date of purchase; (c) a description of the issue. We will review and respond within 7 business days.
5. Processing
Approved refunds are returned to the original payment method within 10 business days. Bank or card processor timelines for posting the refund are outside our control.
6. Chargebacks
If you believe a charge is incorrect, please contact us first so we can resolve it directly. Filing a chargeback before contacting us may delay resolution and may be treated as a breach of these terms.
7. Statutory Rights
Nothing in this policy limits your statutory consumer rights under applicable law in your jurisdiction.
8. Contact
Questions about refunds: sales@urbanpls.com or +1 (323) 547-6362.